We’re seeking a Senior Technical Support Engineer who can manage Level 2 and Level 3 support tasks. In this role, you will tackle complex technical issues involving advanced integrations, custom development, and product enhancements. You’ll be the key escalation point for high-priority problems, bridging the gap between frontline support and product engineering. If you’re passionate about delivering top-tier customer experiences and enjoy collaborating cross-functionally to drive solutions, this role is for you.

Advanced Troubleshooting & Escalation (Level 2 & Level 3)

· Serve as the senior escalation point for technical issues that exceed Level 1 scope.

· Perform deep-dive analysis of problems, including reviewing logs, replicating issues, and identifying root causes.

· Collaborate with product development teams to create fixes, patches, or custom solutions.

Product Customization & Development

· Design and implement custom solutions or integrations based on customer requirements.

· Develop scripts or small-scale applications (e.g., Java, .net , C#, Python, PowerShell) to SDK with standard product or solve recurring problems.

· Work closely with engineering teams to build out new features and validate product enhancements.

Integration & Solution Engineering

· Provide technical expertise on our product ecosystem, including:

o Intercom

o Salesforce (Tableau, Slack, Sales Cloud, Service Cloud, Agentforce)

o Theobald Software (SAP integration)

o HubSpot

· Assist pre-sales and solutions engineers in crafting integration strategies and proof-of-concept demos for prospective clients.

· Offer best-practice recommendations on system architecture, scalability, and performance optimization.

Customer Engagement & Communication

· Act as the primary point of contact for high-severity issues, ensuring timely updates and transparent communication with customers.

· Conduct post-incident reviews (PIRs) or root cause analyses (RCAs) to prevent issue recurrence.

· Partner with customer success teams to ensure a seamless experience and improved retention.

Mentoring & Knowledge Sharing

· Support and guide Level 1/Level 2 team members, providing training, code reviews, and best practices.

· Contribute to internal documentation, knowledge base articles, and FAQs to help the wider support organization.

· Champion continuous improvement initiatives within the support department.

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• 3+ years of experience in a technical support, application support, or software development role, with a focus on L2/L3 escalation.
• Technical Proficiency
• Strong troubleshooting skills across multiple environments (Windows, Linux, macOS) and knowledge of basic networking (TCP/IP, DNS, VPN, DHCP).
• Hands-on experience with CRM platforms (e.g., Salesforce, HubSpot) and communication tools (e.g., Intercom, Slack).
• Familiarity with scripting or programming (Java, .net , C#, Python, PowerShell, Bash) to create custom solutions or automate tasks.
• Exposure to SAP integration tools like Theobald Software is highly desirable.
• Understanding of cloud technologies (AWS, Azure, GCP) is a plus.
• Problem-Solving & Ownership
• Demonstrated ability to handle complex escalations autonomously, from troubleshooting to final resolution.
• Strong analytical and critical-thinking skills to pinpoint the root cause of issues.
• Capable of creating and implementing quick fixes or workarounds while pursuing long-term solutions.
• Communication & Leadership
• Excellent verbal and written communication skills, able to explain advanced technical concepts to both technical and non-technical stakeholders.
• Proven ability to mentor junior team members, provide constructive feedback, and foster collaborative learning.
• Comfortable working in a fast-paced environment with shifting priorities and tight deadlines.
• Experience with helpdesk and remote desktop support tools.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced environment and handle multiple support requests simultaneously.
• Strong customer service orientation with a proactive and positive attitude.
• Ability to work independently as well as collaboratively with a team.

Preferred Qualifications:

1.Technical Proficiency – any programming (Java, .net, C#, Python)

2.Developer Background (System implementation experience any CRM, ERP, Portal)